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The Public Manager Magazine Article

Member Benefit

Using Customer Feedback Proactively

Debra Holland shows how the IRS is using customer feedback proactively. The Customer Early Warning System, non-existent before 2012, has helped millions of taxpayers, saved IRS and partner resources, and given team members a sense of accomplishment in getting issues resolved more quickly than ever before. 


Mon Jun 15 2015


The IRS serves millions of individual and business customers and is responsible for processing more than 143 million individual income tax returns and the resulting payments and refunds. As the country's accountant, the IRS is accountable to American taxpayers, in addition to its many oversight bodies and partners within and outside the government.

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